All - First, this is a great discussion. I've actually enjoyed reading it (call me a nerd, but tracking transfers is something near and dear to my heart). We've had numerous customers come to us looking for a solution to this, and the conversation is almost always the same:
How can we limit transfers by permission?
We can't?
Ok, can we create a custom script?
We can?
Oh, but the transfer button will still remain in the call control ribbon?
Ok, can we at least report on who is transferring interactions, where they are coming from, where they are going, what type of transfer it is?
It's this last part that we have keyed in on here. Below is a report that we have created for a customer and will be adding to our Avtex Insights solution. While it doesn't STOP agents from making transfers, it does show all sorts of analytics surrounding the transfer. Per some comments above, it will allow a discussion to be had with the agent on behaviors.
Thanks,
Trent.